Workforce Planning & Analytics Lead

Fivestartoday; Town of Florida (NY); Hybrid; USD 85,000 - 135,000; Full time

Benefits offered by this job

Reliable, Year-Round Work

Weekly Paychecks

Paid Time Off and Paid Holidays

Comprehensive Medical Benefits

401k plan with company match

Job summary

Southern Home Services is seeking a Workforce Management and Performance Analyst to optimize contact center capacity and Inside Sales throughput. You will forecast demand, build staffing plans, and drive intraday scheduling and performance analytics to improve booking and revenue outcomes.

The role requires advanced Excel, Power BI, and SQL skills, plus experience with Talkdesk and ServiceTitan. Expect collaboration with leaders to implement improvements and measure impact across multiple

Qualifications

• 3–5 years of experience in workforce management, workforce planning, contact center analytics, business intelligence, or related role.
• Experience supporting a high-volume, multi-site, multi-skill, or multi-channel contact center is strongly preferred.
• Advanced Microsoft Excel skills are required; experience with Power BI or similar visualization tools is preferred.
• Knowledge of forecasting, staffing requirements, interval scheduling, intraday management, schedule adherence, shrinkage, occupancy, service level, and average handle time.
• Experience with Talkdesk and ServiceTitan is strongly preferred; familiarity with Hatch or other virtual agent platforms is a plus.

Responsibilities

• Develop and maintain rolling short-range and long-range forecasts for inbound voice and digital contacts, outbound campaigns, maintenance demand, and Inside Sales workloads.
• Translate forecasted demand into staffing and skill coverage, build scenarios, and recommend hiring or training actions.
• Create, publish, and maintain efficient schedules aligned with interval-level demand and business needs.
• Monitor actual versus forecasted workload and adjust schedules; reforecast as needed to meet service targets.
• Provide leaders with exception reporting and practical recommendations based on data analysis.

Skills

Forecasting

Intraday management

Data analysis

Communication

Education

Bachelor's degree in Business Administration, Data Analytics, Finance, Operations, or related field

Tools

Excel

Power BI

SQL

Talkdesk

ServiceTitan

Hatch

Job description

Southern Home Services is seeking a Workforce Management and Performance Analyst to optimize contact center capacity and Inside Sales throughput. You will forecast demand, build staffing plans, and drive intraday scheduling and performance analytics to improve booking and revenue outcomes.

The role requires advanced Excel, Power BI, and SQL skills, plus experience with Talkdesk and ServiceTitan. Expect collaboration with leaders to implement improvements and measure impact across multiple